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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in product management and platform strategy, with a strong focus on AI, automation, and workflow-oriented solutions. Proven ability to lead cross-functional teams, drive measurable outcomes, and ensure compliance with security and operational standards.
Highest-signal resume keywords
Product ManagementAI StrategyAgile DeliveryCross-Functional LeadershipData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product DefinitionRoadmap DevelopmentBacklog ManagementRelease PlanningExperimentation FrameworksTechnical TradeoffsSolution DesignOperational EffectivenessCustomer Outcomes ImprovementPerformance Data Analysis
Soft Skills
Strong Communication SkillsCollaborationTrust BuildingChange Management
Tools & Technologies
Contact Center OperationsData ScienceCompliance ToolsAutomation Platforms
Industry Keywords
Agentic AIIntelligent OrchestrationFrontline AutomationHuman-in-the-LoopModel Risk ManagementPrivacy ComplianceOperational Insights
About the role
Key responsibilities & impact- Define and maintain a multi-quarter vision and roadmap for agentic AI, intelligent orchestration, and frontline automation
- Identify and prioritize AI opportunities improving customer outcomes, agent productivity, and operational effectiveness
- Shape human-in-the-loop, next-best-action, intelligent guidance, automated summary, knowledge, and orchestration use cases
- Make build-versus-integrate-versus-partner decisions across Synchrony capabilities, external platforms, and workflow approaches
- Define secure and governed agentic frameworks connecting people, systems, data, and decisioning
- Lead end-to-end product definition and delivery, including scope, dependencies, testing, releases, and post-launch optimization
- Partner with Contact Center Operations, Technology, Architecture, Data Science, Risk, Compliance, Legal, and Experience Design
- Drive prioritization, sequencing, solution design, and executive communication on strategy, risks, tradeoffs, progress, and outcomes
- Define experimentation frameworks, test plans, measurement approaches, and learning agendas
- Establish feedback loops and use performance data, customer feedback, and operational insights to tune and scale capabilities
- Co-design practical solutions with operations stakeholders and frontline leaders to build trust and adoption
- Partner with communication, training, and change management teams on rollout planning
- Ensure solutions are human-led, operationally ready, aligned to frontline workflows, and built with user trust
- Ensure privacy, permissions, security, compliance, and model risk management standards are met
- Embed controls, monitoring, auditability, escalation paths, exception handling, and oversight mechanisms
- Perform other duties and/or special projects as assigned
Requirements
What you’ll need- Bachelor’s degree and 8+ years of relevant experience in product management, platform strategy, servicing technology, customer operations technology, or equivalent, or 12+ years of equivalent relevant experience in lieu of a degree
- 8+ years leading cross-functional initiatives across business and technology teams with measurable outcomes
- 5+ years of Agile delivery experience, including backlog management, release planning, and dependency management
- Experience driving AI, automation, or workflow-oriented product strategy in an enterprise environment
- Ability to translate business goals into product requirements, experiments, roadmaps, and iterative releases
- Experience partnering with engineering, architecture, and data science teams on integrations, technical tradeoffs, and solution design
- Strong analytical fluency using data for prioritization, experimentation, and product decisions
- Strong written and verbal communication skills with technical and non-technical stakeholders
- Ability to work Eastern Time hours while partnering with distributed stakeholders
- Ability and flexibility to travel for business as required
- Must be 18 years or older
- High school diploma or equivalent
- Willingness to take a drug test, submit to a background investigation, and submit fingerprints
- Ability to satisfy Section 19 of the Federal Deposit Insurance Act
- Legal authorization to work in the U.S.; employment visa sponsorship is not available
Benefits
Comp & perks- Annual bonus based on individual and company performance
- Flexible work options: work from home near a Hub or come into an office
- In-person business or team meetings, training, and culture events
- Inclusive culture and Employee Resource Groups (ERGs)
- Reasonable accommodations for applicants and employees with disabilities